CRM Functional Specialist

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

We are seeking a CRM Functional Consultant to join our growing team.

The Arrowhead Programs Technology Team is seeking a CRM Functional Consultant to join our team. We are looking for a peak performer with a passion for business, customer support, innovation, and provide a high level of service to achieve and exceed business goals.

Ideal candidates would possess 5-10 years of experience supporting a CRM solution This includes experience with business system analysis, quality analysis, training, documentation, customer support, data quality management, and workflow analysis. Candidates should possess critical thinking and leadership skills, including experience with implementation projects. This person should have the ability to identify opportunities for process improvement. Candidates should have strong interpersonal skills, superior oral and written communication skills, a client service focus, and the ability to develop recommendations and implement complex solutions in a fast-paced environment. Experience in an insurance environment would be helpful. This position is fully remote.

How You Will Contribute

• Developing strong relationship with internal business customers.
• Work with stakeholders across the enterprise to elicit, understand, refine and communicate business needs so that business and technical delivery teams can deliver effective CRM related solutions.
• Facilitate the alignment of strategic solutions to address needs.
• Prioritize CRM projects with PMO and Director of Digital Operations.
• Create and maintain dashboards for all CRM initiatives.
• Utilize an advanced understanding of customer needs as well as business vision and strategy to prioritize investment, business value and delivery.
• Work closely with business and IT stakeholders to regularly communicate the priorities for their product teams, identify and gain approval for potential tradeoffs when needed, escalate as appropriate through governance structures and effectively share successes and challenges to enable continued value delivery.
• Identify, engage, influence and lead business stakeholders and subject matter experts to effectively deliver on CRM product priorities.
• Consults with the Business Systems Analyst to ensure clarity of user stories and acceptance criteria. May contribute to the functional and business requirements.
• Collaborates with other products / project leads, legal, compliance and other colleagues to understand constraints, interdependence and to determine optimal delivery options to achieve expected benefits.
• Directs and guides strategic vision for future product utilization by investigating opportunities, building and presenting use cases, aligning with customer future needs and coordinating with the Technical Manager to scope and design.
• Liaison between the development team and the business to help translate business language into technical details.
• Works closely with the Brand & Communications team to promote new features or processes within the product to drive adoption.
• Works with multiple divisions to develop the product focusing on the technical aspect of the problem / solution

Skills & Experience to Be Successful

• Bachelor's degree in a relevant field.
• Previous BA experience, including requirements gathering and documentation.
• CRM experience
• Familiarity with insurance terminology and concepts.
• Experience working in the insurance industry preferred.
• Process modeling with an eye toward identifying potential operational improvements.
• Strong facilitation skills, and solid verbal and written communication skills.
• Agile and Waterfall experience preferred.
• Strong Word and PowerPoint skills.
• Strong Excel skills, including familiarity working with a large dataset and getting useful insights out of it.
• Strong relationship building between internal customers, vendors, and employees.
• Client-facing experience.

Pay Range

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance  
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement 
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. 

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations. 

The Power To Be Yourself  

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.